Nimans’ and Rocom’s technical support on-line system has just surpassed a major milestone, generating its 2,000th registered user. The innovative technology was originally developed at Rocom and introduced at Nimans this Summer following their acquisition of the Wetherby-based distributor. It provides resellers with a continuous flow of live information and acts as a handy reference point to download new software releases.
Nimans and Rocom boast a highly skilled technical support team comprising dedicated post sales support and pre sales engineers – helping resellers solve a host of problems. The web-based system plays a frontline role in providing engineers with a convenient and easy to access information service, day or night.
Technical Support Manager John Bird says the facility is proving a great success. “We’ve always had a reputation for providing a first class service but continued advances in technology have enabled us to considerably enhance the system in terms of the efficiency and effectiveness of how enquiries are handled. There is a full audit trail of every support call ever made, electronically or on the telephone so if a customer needs to track back, the answer is literally at their fingertips.
“All support tickets, verbal or electronic, are routed through the same system, allowing the reseller full visibility to the current status and proposed resolution. Because this access is on-line, they can log on anywhere and find out the latest information about how their enquiry is being progressed.”
John added: “Reseller feedback has been excellent. They love the service. Historically if a problem had to be escalated to a manufacturer a reseller could be calling our helpdesk every 20 minutes or so for an update, particularly if they were on-site with a customer. Now any update to a query automatically generates an e-mail which can be accessed via a suitable mobile phone. There is a continuous flow of information available around the clock.”
John added: “The portal is proving invaluable to resellers. We recently had 130 downloads of a manufacturer’s new programming tool in a matter of days, which emphasises the growing number of users benefiting from the service. Our proactive approach minimises expensive engineer revisits as resellers are equipped with the right information prior to attending sites.”